AI Conversation Quality Manager

Position Summary:

We are seeking a detail-oriented and analytical AI Conversation Quality Manager to oversee the performance and quality of our AI-powered interactions. This role ensures that our AI delivers excellent conversations by reviewing interactions, identifying areas for improvement, and driving actionable insights to enhance the end user experience. The ideal candidate will not only be responsible for evaluating success metrics and conversation outcomes but will also build and manage a small team of quality analysts to maintain a high standard of conversational performance.

If you are passionate about AI, have an eye for conversational excellence, and enjoy working at the intersection of technology and user experience, this role is for you.

Who You Are:

This role demands a methodical and data-driven thinker—someone who enjoys diving deep into data, conversation logs, and nuanced patterns. You are highly focused and analytical, with the ability to stay engaged while spending long hours reviewing AI interactions and evaluating fine-grained details. You're naturally curious, always searching for opportunities to improve both conversations and user outcomes.

You have the ability to spot patterns in data, uncover gaps, and connect insights to actionable solutions. With strong problem-solving skills, you approach challenges as opportunities for improvement. You thrive in environments where accuracy and consistency are paramount and have a knack for translating raw data into meaningful insights.

Your ability to stay organized allows you to manage multiple projects at once while remaining consistent in your reviews. You find satisfaction not only in identifying issues but also in developing processes and collaborating with teams to implement lasting improvements.

You have interest in managing a small team or have managed a small team in the past. You have a methodology for management and can balance aiding your team alongside other priority responsibilities.

You work harder than your current peers and want to work with a team of people who match your level of passion.

Key Responsibilities:

• Analyze Conversations and Evaluate Success Metrics: Conduct detailed reviews of AI-driven interactions to assess accuracy, tone, context, and overall quality.
• Identify Improvement Areas: Spot trends, gaps, or recurring issues in the AI’s responses and provide detailed feedback for optimization.
• Generate Reports: Prepare performance reports and insights to share with product, engineering, and customer experience teams.
• Collaboration and Feedback: Work closely with UX strategists to improve end user experience.
• Team Management: Build and manage a small team of quality analysts to ensure consistent and random conversation evaluations.
• Process Development: Create and maintain guidelines and processes for reviewing and scoring AI conversations.
• Continuous Learning: Stay updated on quality assurance trends to enhance the program.

Qualifications:

• Bachelor’s degree in a relevant field (e.g., Computer Science, Data Analytics, Communication, Linguistics, or related) or 1-5 years of experience in quality assurance, conversation analysis, or AI-related roles.
• Understanding of CX methodologies particularly related to content.
• Strong analytical skills with the ability to interpret data and identify actionable insights.
• Familiarity with conversational AI platforms (e.g., chatbots, virtual assistants, NLP models).
• Experience with metrics and KPIs to evaluate customer interactions or system performance.
• Excellent verbal and written communication skills.
• Strong organizational and project management skills.
• Experience managing or leading a team is a plus.

Applicant Instructions:

All applicants are asked to submit a cover letter alongside their resume that contains the following details:

1. Include two or more of the following skillsets with appropriate details:

• Experience utilizing data analysis in order to make CX/Product recommendations
• Experience creating logic trees
• Experience with crafting SMS or other short form advertisement
• Experience handling objections in written form
• Experience creating any written content for specific personas and/or demographics

2. Mention the Drips core value (available on our website) you embody the most.

3. Include your salary requirements or range.

4. Keep the cover letter under 250 words